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Further Education and Training Certificate

Contact Centre Operations

NQF Level 4

Why consider the Contact Centre Operations NQF Level 4 Course?

Contact centre supervisors, or team leaders, manage the performance of between 10 to 15 agents. They are responsible for motivating and guiding their team, including coaching and performance management. From a call perspective, they manage schedule adherence, call quality, call duration and first call resolution. They are also required to analyse statistics and present information to management.

What will learners gain from the Contact Centre Operations NQF Level 4 Qualification?

Learners will leave knowing how to:

  • Use statistics to improve performance.
  • Improve schedule adherence, call quality, first call resolution and call duration.
  • Motivate and guide their team.
  • Develop team members through coaching.
  • Analyse and present information.
  • Achieve personal and career goals.

Programme outline

Module 1. Achieving Personal Goals

This module teaches a learner how s/he can achieve his/her personal goals through dedication, positive thinking and self-awareness. It helps the learner understand how they can that can take charge of their own career by taking responsibility for their own actions and through continuous self-development.

On completion of this module, you should be able to:-

  • Explain your role in achieving personal effectiveness in a business environment
  • Take charge of your own learning and development
  • Set clear goals for yourself
  • Manage time more effectively
  • Think and act proactively in a variety of situations
  • Manage stress in the workplace
Module 2. Managing Stress

Stress Management knowledge is crucial to a supervisor’s role in a customer service centre, as it not only allows the person to effectively manage stress related problems on a personal level, but also to assist his/her co-workers in better managing their stress.
On completion of this module, you should be able to :-

  • Identify the causes and effects of stress
  • Establish how different personality types respond to stress
  • The link between body and mind
  • Ways to manage stress in your personal life
  • How to manage stress in a call centre environment
Module 3. Time Management

Learning to manage a very valuable and scarce resource, such as time, is pivotal to becoming an effective, results driven employee. This module provides learners with an opportunity to better understand how to plan and manage their time and therefore become more productive with less stress.
On completion of this module, you should be able to :-

  • Create a sense of urgency
  • Set up and use systems and tools for time management
  • Organise and prioritise your work
  • Complete your actions
  • Review and account for your time
  • Understand and overcome the obstacles to time management
Module 4. Managing Personal Finances

In this module, the learners discuss how they can manage their own budget by reducing THEIR expenditures and starting to save and invest.  In the process they brush up on some mathematical skills and learn about the connection between macro-economic issues and personal finances.
On completion of this module, you should be able to :-

  • Use mathematics to plan and control financial instruments
  • Use simple and compound interest to make sense if and define a variety of situations
  • Use mathematics to debate aspects of the national and global economy
Module 5. Communications

The power to achieve results through the use of good, clear, and effective communication is just one of the benefits that learners acquire by completing this module.  This module helps the learners to critically assess and analyze their own communication skills (oral, written and non-verbal) and learn ways to communicate more professionally. It leaves learners with no doubt that individual and team tasks or goals can only be optimized through the application and use of positive, clear communication.
On completion of this module, you should be able to :-

  • Respond critically yet sensitively as a listener/audience
  • Analyze own responses to spoken /signed texts and adjust as required
  • Use strategies to be an effective speaker/signer in sustained oral/signed interactions
  • Evaluate spoken/signed discourse
Module 6. Interpreting Text

This module helps learners assess their abilities to accurately interpret written text and enhance their ability to more effectively absorb and process information.

On completion of this module, you should be able to:-

  • Critically analyze texts produced for a range of purposes, audiences, and contexts
  • Identify and explain the values, attitudes and assumptions in texts
  • Evaluate the effects of content, language and style on readers’/viewers’ responses in specific texts
Module 7. Leadership and Frontline Management

This module is pertinent to any Contact Centre employee that is responsible for the management and supervision of staff members. It brings understanding and knowledge to the matter of managing people positively through leadership, motivation and team-building.
On completion of this module, you should be able to :-

  • The building blocks of effective teams
  • The role of team members
  • The role of the team leader
  • Explain the impact of group dynamics
  • Motivate a team
  • Build an effective team
  • Manage conflict in teams
Module 8. Coaching in a Contact Centre

This module focuses not only on the importance of coaching, but also on how to practically apply best practices in coaching at work. It is a “must do” for any Contact Centre employee who is responsible for the development of consultants/agents and the achievement of performance targets and service levels.
On completion of this module, you should be able to:-

  • Evaluate your current overall effectiveness as a coach within the workplace environment
  • Define and determine what measures define effective coaching
  • Develop an effective coaching process by adopting and implementing coaching tools to aids in in the development of our learners
  • Establish elements to conducting effective coaching sessions in a contact centre enviroment
Module 9. Effective Business Communication

This section teaches the participants how to produce quality documents and presentations which will help them to become more convincing and credible as they progress upwards on their chosen career path in the Contact Centre Industry.
On completion of this module, you should be able to :-

  • Use textual features and conventions specific to business texts for effective writing
  • Identify and collect information needed to write a text specific to a particular function
  • Compose a text using plain language for a specific function
Module 10. Managing Resources in a Business

This introduction to financial management in business deals with the allocation and behaviour of costs, the causal relationship between margins, volumes and expenses in generating profits, break-even analysis, and the budgeting process.
On completion of this module, you should be able to:-

  • Explain your role in achieving personal effectiveness in a business environment
  • Take charge of your own learning and development
  • Set clear goals for yourself
  • Manage time more effectively
  • Think and act proactively in a variety of situations
  • Manage stress in the workplace
Module 11. Managing Service Levels

The module gives a clear understanding of different benchmarks and performance objectives. The participants learn how to analyse contact centre statistics and apply the understanding in the day-to-day management of their team. It introduces the team leaders to continuous improvement through the use of problem solving methods in a practical and effective manner.
The module requires learners to provide evidence of their Contact Centre operational and statistical knowledge, skills and problem solving abilities. Through debates and group work, learners will be exposed to best practice methods and also get an opportunity to share their own lessons and best practice methodologies, be that in an outbound or inbound environment.

Module 12. Managing Services

This module teaches the participant how to take accountability for all areas of performance of their team from maximizing the value of every customer to achieving and maintaining the desired service levels and setting new performance benchmarks for sustainable growth and development of their team and individual teams members.

Module 13. Managing Sales

This module arms the learners, with the knowledge and skills to take advantage of sales, or cross-selling opportunities that arise. The course helps the participant to better understand the management of campaigns so that they will be able to able to provide effective leadership to their team.

On completion of these module, you should be able to:-

  • Identify client types and needs in a Contact Centre
  • Cross-sell products in a Contact Centre
  • Close sales in order to meet targets
  • Determine and communicate product features, advantages and benefits
  • Describe physical specifications of features, advantages and benefits
  • Establish and build the customer base
  • Compose a text using plain language for a specific function

Qualification details

  • Programme ID: 71489
  • Number of credits: 132

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  • Course completed on time 100% 100%
  • Meet all SETA requirements 100% 100%
  • Learners retained in programme 90% 90%
  • Learners nationally certified 80% 80%
  • Learners find permanent positions 70% 70%

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